I am writing you out of both desperation, and frustration with the service that I have been receiving from Sprint for the past year. I live in the Twin Cities metro area in Minnesota, I have been a customer since the days of Nextel in 2001 and have been an avid Sprint supporter all along. Granted data speeds have never been the a selling point of Sprint service, I never used to have reception issues or dropped calls. About a year ago, data service got excessively bad (Coincidentally around the same time that I first started seeing LTE in my market) where it was as slow as 15-20k for download speeds at times which won't even stream music.
Now, roughly 5 months ago the voice service has also been affected and the data issues have gotten worse! I have had more dropped calls this week alone then my past 11 years with Sprint/Nextel COMBINED. [continued below]....
..... Cell to landline is bad, and will generally result in the call being dropped sooner then later, Sprint to Sprint....watch out, you may get 3 words in before you are dropped - literally. I have spoken with customer service numerous times, they always blame Network vision for the service woes.
I understand what network vision is, and its complexity as I work for a company that is providing back-haul to your upgraded towers but I shouldn't have to suffer through a year of horrible service in the meantime. I have been given 5 different completion dates for network vision now, its always about a week away from whenever the employee tells me. I faithfully pay my $265 a month for 5 lines, and you can see my usage has dropped drastically as I have a work phone that I use now for most calls resulting in a drop from 3000-4000 minutes a month to a few hundred when these problems got more severe.
Many times throughout the day, our phones get error messages saying "Unable to establish a wireless data connection EHRPD : 4" The service that I am receiving is not what I would expect for $265 a month. I have been extremely patient and understanding, I haven't asked for or received any credits for the hundreds of data issues and dropped calls but last night my grandparents had a medical emergency and they were unable to complete the call for help due to the call continuously failing and had had to flash a light continuously to get a neighbors attention.
I am politely and respectfully requesting someones assistance in canceling my contract so I am able to port my numbers to another carrier without paying the amount I was quoted by customer service ($1270) for something that is totally out of my control. It has been extremely frustrating for a long time, but the situation last night was the last straw.
Sprint service in Minnesota is so bad that several news stations did a complete story on it, here is a link to one of them -
I have read other horror stories online with Sprints customer service and service, and I have to say that every single person I have been in contact with is extremely polite, friendly, and seemingly US Based but reloading a PRL and reprovisioning a phone 50 times won't fix the network issues unfortunately. Many people suggest calling customer service 100+ times in a month or forcing the phones to roam and using hundreds of GBs of data to get Sprint to kick us off our service contract.
I don't want to do that, I feel those are ridiculous and uncalled for actions but I am respectfully requesting your help in allowing me to switch to a different provider without the huge penalty on my part. I DID file a complaint with the FCC, Minnesota Attorney General, 6 of my state representatives but I fear action may not be as quick as necessary and I don't want to risk another incident with my grandparents. It saddens me, because I have always been a Sprint fan and supporter.